V2 Rubric Detail — 54b7a9e6-74dd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 23:42
Duration
12m 3s
Contact
Keith Ohria
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00118098
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Unable to receive SMS when connected to the wi-fi

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall7.5% (-28.5)

V2 Grader Summary

The agent never addressed the customer's intermittent-connection problem, provided no troubleshooting, and only asked for a router label before asking the customer to call back. No ownership, empathy, or appropriate escalation was demonstrated, resulting in an unresolved call.

V1 Case Analysis

Customer reports intermittent WiFi connection. Agent did not troubleshoot; focused on model/serial for upgrade recommendation. No KB links, self-help, or escalation provided. Call ended with vague instruction to call back with label photo.

Troubleshooting Steps
  • Requested router model and serial number for upgrade recommendation.
Key Observations
  • Agent conflated Linksys hardware support with ISP service, causing customer confusion about support scope.
  • No troubleshooting steps were performed for the reported connectivity issue, violating core support protocol.
  • Agent did not provide any self-help resources (KB articles, URLs) despite the issue being within KB scope.
  • Call lacked a valid operational closure path; asking the customer to call back with a photo of an unreadable label is not a sustainable next step.
  • Agent incorrectly implied that upgrade recommendations could be given without knowing the current device model or topology.
Positive Highlights
  • Agent maintained a polite tone throughout the call despite customer frustration — [00:00–11:00]
Agent Errors / Gaps
  • Did not perform any Wi-Fi or WAN troubleshooting (e.g., no reboot, modem test, firmware check, or LED status verification) despite the customer reporting intermittent connectivity — [entire call]
  • Failed to collect required product model and serial number before offering recommendations, then relied on an impractical workaround (taking a photo of an unreadable label) — [03:00–11:00]
  • Did not verify warranty status or eligibility for support, missing a key protocol step — [entire call]
  • Provided no self-help resources (KB articles, support URLs) despite the issue being covered in universal_firmware_update.md, velop_wifi_connectivity.md, and ax_maxstream_wifi_connectivity.md — [entire call]
  • Repeatedly conflated Linksys hardware support with ISP service, leading to customer confusion about support scope — [02:00, 07:00, 10:00]
  • Suggested taking a picture of the label as the only path forward, with no fallback (e.g., accessing http://192.168.1.1 or http://myrouter.local) — [04:00, 11:00]
  • Implied that upgrade recommendations could be given without knowing the current model, contradicting KB guidance requiring model-specific advice — [02:00, 11:00]

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never resolved the connectivity issue or provided any solution; only asked for model number and told customer to call back.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps (reboot, firmware check, LED status, etc.) were performed before ending the call.
R3 Not Met Correct resolution path conf 90%
Agent did not determine warranty status or choose an appropriate path; gave only generic ISP information and asked for a model number to recommend an upgrade.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to identify the root cause of the 'in-and-out' connection problem and only asked for the device label.
T2 Not Met Appropriate tools / resources used conf 85%
No tools, knowledge-base articles, or remote session were used; the agent relied solely on asking for a picture of the sticker.
T3 Partially Met No misinformation conf 80%
Agent correctly stated that Linksys does not provide internet service, but gave no technical guidance to fix the router issue.
Communication
C1 Not Met Clear & professional language conf 90%
The call lacked clear framing, expectations, or a logical flow; the agent repeatedly asked the same question and did not steer the conversation toward a solution.
C2 Not Met Confirmed understanding conf 85%
Communication remained generic and did not adapt to the customer's confusion about reading the label or frustration about the lack of help.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the connectivity problem; instead, they asked the customer to call back with a picture of the sticker.
O2 Partially Met Proactive follow-through conf 85%
Agent gave a next step (take a picture of the sticker and call back) but it was vague and did not resolve the issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent never expressed empathy or acknowledged the customer's frustration about the intermittent connection.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, detached tone and did not adjust to the customer's confusion or emotional state.
X3 Not Met Overall experience conf 90%
Customer was forced to repeat information, take a picture, and call back, creating unnecessary effort.
Call Transcript24 turns · 24 lines
Speaker 1
yeah, this is Keith Ijohnson uh... I'm a customer now and uh... I would like to know if there's a better connection that you all could give me because it keeps going in and out sometimes.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option available depending on the issue. Hi, thank you for calling linksys. My name is Raquel and how may I assist you today? Mm-Hmm.
00:00
Speaker 1
And I think I've got the basic program. What do you have available for me? Possibly. Yeah. Yeah, let me find out what that is.
01:00
Speaker 2
Okay, let me verify. Are you trying to upgrade your internet connection plan? [silence] Okay, do you have a Linksys router or Linksys device? [silence] Okay, actually, we're not the provider. We're actually not providing internet service. If you're planning to upgrade an internet, sub like an internet subscription, but we can assist you and provide recommendations if you like to upgrade your Linksys router. [silence] Okay, we can check the model number so that we can provide you um another model number if you want.
01:00
Speaker 1
Link- S is my service provider. Right. It's L-I-N-K-S-Y-S.
02:00
Speaker 2
For an upgrade, while you can check via online store or local store, when it comes to your internet service plan, upgrading the internet, you may need to contact your internet service provider. Link [silence] I'm sorry, LinkSys. Is that correct? Okay. I'm sorry. We're LinkSys, not LinkAssist. This. Yes, but we're not providing internet service plans. We only provide technical support for your LinkSys router. If you're planning, if you're planning to upgrade your LinkSys router device alone, we can provide you some recommendations. What I would need are the model number of your old router and the model number of your new router. Assuming these two are compatible, I can help you with the migration. The first thing you have to do is connect your personal computer to your new LinkSys router.
02:00
Speaker 1
Well, I can give you that if you'll tell me where it is. It's at the bottom of the router. Well, I'm looking right now, but it's so small. It's really hard to read.
03:00
Speaker 2
but I may need the model number of your existing linksys device. You can check it at the bottom of the router. There is a sticker. You can check the, the serial number and then model number. Yes, at the bottom of the router, there is a sticker, and the information of the router is showing there.
03:00
Speaker 1
I'm sorry. Say that again? Well, there's two white pieces of paper stuck in there. Which one is it? The little one? Say again. Well, the one that's all the way at the bottom. The bottom? Yeah. Okay, let's turn it over. Okay, let me see. How about now? Is it in better focus? Yes. Okay. See the orange thing? Yeah. And oh, I keep looking at it backwards. Look at it front first. See, this is kind of front. Okay, so now it's all different. Sure. Okay. So what I have to do. Is it out? No. What? That's meant to go in the slots. Remember? Yeah. So where is it? Left, right, left, right okay, left right is right left, right left, right left right, left right just like that.
04:00
Speaker 2
you can also take a picture of it and then zoom in on the picture you can take a picture of that sticker so that you can see clearly the information about its model number and serial number do you have a smartphone to use to take a picture Okay. Both the stickers have their information. You can take a picture of both.
04:00
Speaker 1
Is there anywhere else besides on the bottom of the router? The back of what device? [silence] Well, I can't read it. It's too small. You make it impossible to read.
05:00
Speaker 2
Those uh stickers contains the information of the device. Can take a picture of the of that sticker. Can also check it at the back. It's either at the bottom or at the back of the device. of your Linux device. To check at the bottom and at the back, we're looking for the model number. There.
05:00
Speaker 1
well I guess I'll have to call you back where are you located in Wichita your falls oh really there's no place that I get a hold of an American person stateside really so what if I wanted to cancel my service and get something else who would I talk to you or somebody else well then you're not the right person I need to talk to [silence]
06:00
Speaker 2
We're actually located overseas outside of the US. Yes. Unfortunately, we don't have um a support located in the US. Yes. I think you need to check the correct hotline for your internet service. We're not offering or providing internet service. Yes.
06:00
Speaker 1
Linked. LINK SYS?
07:00
Speaker 2
May I know who's your ISP? Not the links device, but the company name of your Internet Service Provider? Okay, because we're actually not that one. Okay, we're not the Internet Service Provider. We only support the actual router, the hardware, and its technical concerns. How about, um, do you have another support personnel for your ISP? I wish I could provide, but we may need to check as well who is your correct Service Provider because we're not the
07:00
Speaker 1
I understand that, but how do I get ahold of them? You mean. No, just one. So it's not Linksys? Wow. So, if I wanted to cancel, you would not be the one I talk to, right? I.
08:00
Speaker 2
Internet service provider that you used to have. You may check your, um, like your papers there, or the... Do you have another device that's... you can check another box where the Linksys device is connected to? Check also that another... Because normally the um, the provider in US like Spectrum, Comcast, Cox, Frontier, AT&T, those are the internet service provider in U.S. Yes, it's not. You may check with someone else in your house if they know your internet service provider. That is correct. [silence]
08:00
Speaker 1
And you do not have a number for the people that I can call.
09:00
Speaker 2
And I don't know. Yeah, that's right. Because I don't know exactly who is your internet service provider. But I would suggest if you have someone there who knows you can ask from them someone there in your house who knows the internet service provider. You can check your documents, your emails if there's other company for your internet service provider that you can call to. I think. Thank you. You may check your papers, documents, emails for your internet service provider.
09:00
Speaker 1
Well, that's not a lot of help. I don't have anybody to call. I don't have the number to call them. It's L I N K S Y S. That's the internet service provider.
10:00
Speaker 2
understand, but you can also check other device there like connected to the links this device, I'm sorry. I really wanted to provide you the name and the hotline, but I don't have it here. Understand, but you can also if you have someone there who, who knows can ask for help. Which which is your internet service provider? Have someone there who knows who is your internet service provider. You can ask them. We're actually not an internet service provider. We are providing the [silence]
10:00
Speaker 1
Okay, so you can't even give me the options for upgrading, right? Okay, well, I'll call you back. Are you in the Philippines? Okay. Thank you.
11:00
Speaker 2
a relter, the wireless or Wi-Fi router, we provide its technical support. Yes, Very now since we have not yet identified what model number your existing router is, so we also need the model number so that we can provide properly an upgrade for the router in case you want to change it. F. You can take picture of that sticker at the bottom so that you will you will know the model number and then you can call us back so we can recommend a model number for upgrade, okay? Yes. You're most welcome. Thank you for calling.
11:00